Due to a serious road accident that occurred on Kashirskoye Shosse on 10 April 2013, as the result of which a railroad bridge was heavily damaged, Aeroexpress had to cancel a number of services on 10–12 April. Timetable changes affected trains departing both from Paveletsky Rail Terminal and Domodedovo Airport.
During the course of these three days, a total of 40 trains were cancelled and 4 trains were running behind schedule due to the partial unavailability of railroad lines. The Aeroexpress trains timetable was also subject to some serious delays specifically on 12 April, the day when an electromotive train broke down on a railroad line.
In order to minimise the number of passengers who failed to arrive to the airports on time, the Aeroexpress company issued a large-scale notification: passengers were informed at Paveletsky Rail Terminal and Domodedovo Airport, printed notices were available at all ticket offices and ticket vending machines, and the latest traffic information was provided on the Aeroexpress official website, via the company’s social media accounts, and via the company’s hotline at +7 800 700 33 77. On 10–13 April, the Aeroexpress company worked closely with the press services of Domodedovo Airport and Russian Railways.
During this period of disruption, Aeroexpress refunded 33 train tickets in the amount of RUB 12,300. Moreover, the company also voluntarily committed itself to compensate the costs of air tickets for passengers, who were late for their flights due to changes in the timetable, regardless of the reasons causing the failure. As a result, the total amount paid to 27 passengers for air tickets reached nearly RUB 149,000. In total, the refunds paid out amounted to RUB 161,285.
Aeroexpress independently decided to issue compensation for air tickets costs for passengers suffering due to changes in the timetable, regardless of the reasons that caused the failure. The company has been practicing such a refund policy for several years now: this involves compensation of the full costs for Aeroexpress train tickets in the case of delays longer than 15 minutes.
As of 5:00 on 13 April 2013, the operation schedule of Aeroexpress services between Paveletsky Rail Terminal and Domodedovo Airport has once again been normalised and trains are running in accordance with the timetable.